Complaints

This profile includes complaints for PayBright by Affirm's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  PayBright by Affirm

  San Francisco, CA 94108

• 

  PayBright

  2100 - 181 Bay St Toronto, ON M5J 2T3

• 

  PayBright

  2100 - 181 Bay St Toronto, ON M5J 2T3

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/27/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had bought products from footlocker website . I had choose to pay in installments through pay bright . My order was declined and was not processed. But pay-bright has been sending me emails of missed payments . I assume they are reporting it to credit bureau too . I had mailed and called several times to their customer support. I was told the issue would be resolved. But its been a year or more than that . My credit scores are being affected because of something, which I am not liable to pay because my order was not even processed.

  Business Response

  Date: 05/07/2024

  Thank you for the opportunity to respond to ************ BBB complaint which states that PayBright is continuing to attempt payments despite receiving a refund.
  
  PayBright records indicates that the loan 5409438-102-3663913 with Footlocker processed on Jan 31, 2023 for $291.18 with payments of $72.80 in a Pay-in-4 plan.
  
  Footlocker fully refunded the loan on 3/15/23.
  
  Upon reviewing ************ account, we discovered that the initial payment of $72.80 that processed on 3/1/23 was subsequently returned on 3/16/23, coincidentally the same day a refund in the same amount was initiated. 
  
  In light of this, we have been diligently working to rectify this refund error and recover the funds accordingly. 
  
  However, we understand that mistakes may occur, and we encourage ********** to confirm with his bank wether the payment on 3/1/23 was successful. If it is, in fact, successful, we kindly ask ********** to provide us with a screenshot of the bank statement and we will investigate further. ********** may redact any information that does not pertain to this matter.
  
  As for ************ concerns with his credit rating, we want to assure him that PayBright does not report to the credit bureaus, however, failure to make payments may result in the assignment of his account to a third party collections agency. 
  
  We sincerely apologize for any inconvenience or frustration this may have caused ********** and we thank him for his continued patience with us. 
  
  If ********** has any other questions, he may call us at **************. Were available between 9:00a.m. - 7:00pm. EST Monday - Friday and 10:00a.m. - 6:00pm. EST on Saturday and Sunday. For general PayBright inquiries, feel free to check out our help center through this link
  
  Kind Regards,
  
  

• Initial Complaint

  Date:04/23/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since august 8th 2023 Paybright stopped collecting payments from me Everytime I had tried to switch my card pay bright was shaving issues with there platforms to where non of my cards were able to be switched I contacted them via email August 2023 telling them I wasnt able to change my card even though my card should have been working They then responded delayed a month later apologizing and saying there are investigating the issue and dont have an answer as to why but to rest assured they are looking into it. I also asked if this would effect my credit and they assured me it wouldnt For months I didnt hear from them I ended up calling over ***************************************************************************** within ***** hours which to my surprise never happened Until I finally got a call a few weeks later and I explained and they apologized and said my contract was sent to the credit agents and that it was there fault they didnt let me know the system no longer accepted credit cards and no one had ever told me this and she promised they would be retracting this contract from the agents since it was clearly there fault for never following up or giving me a head up this change was occurring.This was January 8th an agent had told me they are retrieving the contract.It is now April 23th I have not heard from paybright every email I send is ignored i cant get through to them and the contract is still with the credit agents I dont think this is fair they have ruined my credit for a mistake on there end I would be so careful with a company you cant even contact,Im sure this is very illegal and I feel as though they should be covering this costly mistake

  Business Response

  Date: 05/03/2024

  Thank you for the opportunity to respond to Ms. ******* BBB complaint which states that shes been having difficulties processing payments and her loan was subsequently assigned to a collections agency.
  
  PayBright records indicates that there are two Apple loan agreements. 
  
  Agreement 5441944-124-3690195 processed on Feb 8, 2023 for $1,969.00 with 24 monthly payments of $82.04 each. 
  agreement 5441944-124-3681068 processed on Feb 6, 2023 for $1,969.00 with 24 monthly payments of $82.04 each. 
  
  **************** reached out to PayBright on 9/8/23 to report that she was having issues with processing her payments. **************** was informed that there is a technical issue affecting payments made with cards.
  
  **************** followed up on her case several times until it was charged off on 12/7/23. PayBright recognized the error and subsequently initiated a recall process on 12/29/24. *************** was advised that the recall process can take up to 30 days to finalize.
  
  We understand that **************** has not received an update regarding the status of her account, and we sincerely apologize for the delay.
  
  At this moment, we are conducting a thorough review of all related cases to **************** to better understand the situation and we will contact her when we receive an update from the relevant teams. 
  
  We thank **************** for her continued patience with us. 
  
  

  Customer Answer

  Date: 05/05/2024

   
  Complaint: 21616183
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************
  

  you guys have caused an issue not me and that has now caused a hurt to my credit which is absolutely not okay and so I believe you guys should cover the cost of both contracts for this huge inconvenience 

• Initial Complaint

  Date:04/11/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this **** with charter communications, I do not have contract with AFFIRM, they did not provide me with the original contract as i requested.

  Business Response

  Date: 05/01/2024

  Thank you for the opportunity in responding to ****************** BBB complaint. Affirm has reviewed his complaint which states his request to have loans removed from his credit report.
  
  Affirm's records indicate that between the dates of July 26, 2022 and January 11, 2023, ************** obtained six loans with Affirm (Loan IDs: TM4S-WCD7, 5GAR-L3R3, O500-8NX2, WFX9-GQSY, YQ5W-PVAM and MPS7-****). Each of these loans were charged off due to having past due balances for more than 120 days.
  
  On the dates of February 22 and April 19, 2024, Affirm received FCRA disputes in which ************** claimed his credit report was inaccurate. Affirm reviewed and closed each dispute after confirming the information being reported to the credit bureaus was accurate.
  
  Upon review of ****************** BBB complaint, Affirm found no prior contact from him regarding his unauthorized activity claim. If he believes the loans and/or account was opened without his authorization, he is encouraged to complete Affirm's webform which serves as an affidavit within Affirm's *********** and provide any supplemental documents to support him claim of the unauthorized activity.
  
  Once a completed affidavit is received, Affirm will conduct an investigation and notify ************** of the outcome within 30 days. To do so, he may visit the following link: ************************************************************************************.
  
  Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureaus and can only update reporting if an inaccuracy is identified. Furthermore, this was disclosed on Affirms Terms of Use and Privacy Policy as well as the Loan Agreement which he consented to and approved when he obtained an Affirm loan.
  
  At this time we have confirmed that all credit reporting is accurate and will have to respectfully decline ****************** request to remove credit reporting for loans TM4S-WCD7, 5GAR-L3R3, O500-8NX2, WFX9-GQSY, YQ5W-PVAM and MPS7-****.
  
  In the event that ************** has any further questions, we ask that he reaches out to Affirm directly via **********************************************************.

• Initial Complaint

  Date:03/28/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been trying to get access to my account for over 6 months. Every time I contact paybright I'm told the same thing. The agent on the phone doesn't have the ability to make simple changes to my account. They have to submit a ticket with a 5 business day turnaround. 6 months later I still don't have the ability to view my account. I called last week and asked to speak to a supervisor, I was told one would contact me within 48 hours. This is the most frustrating experience ever. There is 0 accountability, 0 ownership. No one really cares about providing a resolution because they don't have the ability to make simple changes like phone number and address updates. This is all we're talking about here believe it or not, a phone number change. I would like a written apology and some type of compensation for this horrible customer service. Can you imagine over 6 months and no resolution in sight. I really hope you can help me.

  Business Response

  Date: 04/05/2024

  Thank you for the opportunity to respond to ****************** BBB complaint which states that hes been having issues with accessing his account. 
  
  *************** has two loans with ******* .
  
  0893981-136-3674716 processed on Feb 3, 2023 for $1,679.99 with 36 monthly payments of $46.67 each. 
  
  0893981-136-3066289 processed on Aug 22, 2022 for $431.15 with 36 monthly payments of $11.98 each.
  
  PayBright has reviewed all related cases and wanted to sincerely apologize for the oversight and delay in resolving ***************** case. 
  
  Upon receiving the complaint, our team conducted a thorough investigation into all related cases associated with the request and found that this has been delayed longer than our normal timeframes.
  
  Our team is working diligently to ensure that ****************** concerns are resolved as quickly as possible. We will be in touch with him as soon as his phone number has been updated and that his account access issue has been fixed. 
  
  Again, we sincerely apologize for any inconvenience this delay may have caused him and we thank him for his continued patience with us. 

  Customer Answer

  Date: 04/06/2024

   
  Complaint: 21497689
  
  I am declining to accept this response because my complaint remains unresolved. Despite their acknowledgment of responsibility, there has been no progress toward a resolution. Despite numerous requests, I have yet to gain access to my account. Each time I have contacted them, I have been instructed to wait for a week, yet no action has been taken. This ongoing delay is frustrating, and I am becoming increasingly skeptical about the effectiveness of their efforts. The solution to my issue is straightforward; they only need to link my new number to my account. I am losing confidence in their ability to address my concerns, and therefore, I request that this case remain open until a satisfactory resolution is achieved. By resolution, I mean being able to access my account. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/24/2024

  Thank you for the opportunity to respond to ****************** BBB rebuttal which states that he still does not have access to his account.
  
  
  Our team has submitted a technical ticket on 4/5/24 to update his phone number and received confirmation on 4/10/24 that it was successfully updated. 
  
  
  **************** was subsequently informed via email on that same day and was invited to log in as normal.
  
  
  We hope that this addressed ****************** concerns and we thank him for his continued patience with us. 
  
  
  Kind Regards,

• Initial Complaint

  Date:03/27/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had no choice but to get a loan from Paybright after a vet visit in August 2021. The original amount owing was $993.10. I believe I had 3 months to pay it off and I paid it sooner than that. They made some mistakes on their end and took too big of a payment from me, and then returned that money to me and i thought that was the end of it, I was paid in full. Come to find out in 2023 that their mistake was not resolved and I still owe the full amount and more. The new owing amount was around $1340. They are difficult to get in touch with, I tried to resolve it, they insisted I owe them, I tried to contact them again to let them know I couldn't afford to pay as I am unemployed, I wanted to work out an arrangement with them so we could pay up and resolve. I had to keep making contact requests over email for every concern because they don't allow responses to the email the reply from. They started to charge my account multiple times a month for about a year now, I had to place a stop payment to prevent them taking money I absolutely did not have for them. They continue to try. On March 26, 2024 I called them to pay my bill in full, $1334.77 They then told me over the phone that they need to send my file to their technical department for review again because they now believe I owe them $1986.88. So they have been trying to charge my account monthly for about a year, yet do not know the amount they are supposed to be taking from me. my account on their website didn't show any numbers before so I asked for a statement of account. Majority of those numbers on the statement of account don't add up or make any sense, nor due most of them show up on my bank statements at all. I believe they should have sent my loan to collections by now, but they would have to have accurate reports of my file which it seems they cannot provide. I am confused and upset and tired and want this resolved. They have not been transparent. I am happy to provide more details. I don't know what to do.

  Business Response

  Date: 04/05/2024

  Thank you for the opportunity to respond to Ms. *********** BBB complaint which states that she initially paid off her balance and was later charged a larger amount. Ms. ********** attempted to settle this, however, experienced financial hardship.
  
  
  We have reviewed the account and found a loan with **************** Services that processed on Sep 3, 2021 for $993.10.
  
  
  Ms. ********** initially requested to pay off her loan balance on 9/30/21, after thoroughly investigating, our team found that she was actually owed a refund and this was processed on 10/8/21 in the amount of $647.74.
  
  
  An audit conducted on her account on 6/22/23 found that Ms. ********** was actually over refunded and she was advised that this would be recovered at a later date.
  
  
  At this time, we have escalated this case to our internal team for a thorough review to make sure that all payments align with the loan agreement. We will make sure to inform Ms. ********** if any updates are available. 
  
  
  We sincerely apologize for any inconvenience or frustration this situation may have caused her and we thank her for her continued patience with us.
  
  
  Should she have any other questions, we kindly as that she contacts us at **************. Were available between 9:00a.m. - 7:00pm. EST Monday - Friday and 10:00a.m. - 6:00pm. EST on Saturday and Sunday. For general PayBright inquiries, feel free to check out our help center through this link
  
  
  Kind Regards,

  Customer Answer

  Date: 04/08/2024

   
  Complaint: 21496261
  
  I am rejecting this response because:

  When I called Paybright on March 26th, 2024, they said someone would reach out in one business week to update me. I have not received any update on what my owing balance is and yet Paybright continues to try and charge my account. My account was charged on April 1st and 2nd, 2024. I have had to take precautions to avoid Paybright taking money out of my account when it seems they don't yet know the balance I owe, and they had made several mistakes with charging and returning funds leading to this situation. I am wary that more mistakes will be made.

  Paybright needs to stop attempting to charge my account. I would like for them to get back to me as soon as possible with a thorough explanation for my owing balance, and from there I would like to work out a payment plan. 

  Thank you.

  Sincerely,
  
  *****************************

  Business Response

  Date: 04/25/2024

  Thank you for the opportunity to respond to Ms. *********** BBB rebuttal which states that she has yet to receive an update on the investigation and that she is requesting for a detailed explanation of the charges on her loan agreement.
  
  
  As of 4/25/24 our technical team are diligently conducting a comprehensive audit of all payments made towards this loan. We want to assure Ms. ********** that as soon as the process is completed, we will promptly reach out to her. 
  
  
  We want to make sure that we provide her with the most accurate information on her account, and we sincerely apologize for the delay as we understand the inconvenience this may cause. 
  
  
  We thank Ms. ********** for her continued patience with us. 
  
  
  Kind Regards,

  Customer Answer

  Date: 04/30/2024

   
  Complaint: 21496261
  
  I am rejecting this response because:

  Paybright continues to attempt to charge my account for payments, without knowing my balance owing or finishing my account audit. I will continue to raise this issue until it stops and I receive an update to the investigation to my loan. 

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/07/2024

  Thank you for the opportunity to respond to Ms. *********** BBB rebuttal which states that she is dissatisfied with our previous response. Ms ********** indicated that she would like to know her balance. 
  
  Upon reviewing Ms. *********** files, we have reached out to her on 5/3/24 to confirm if the payment made on 9/30/2021 for $1,317.20 was successful. We requested that she provides a screenshot in the event that the payment was found to be successful. 
  
  This information is crucial to determine Ms. *********** balance. 
  
  We kindly ask her to respond to our correspondence sent to her on 5/3/24 and we will complete our investigation once we receive her confirmation. 
  
  Kind Regards.

• Initial Complaint

  Date:02/13/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The dispute is with Affirm&******* store. I have been charged for grocery@******* store& I paid cash for the grocery. I paid cash because my card declined. My affirm card was not approved. However I have been on the phone with ******* supermarket they send me to affirm. Spoke with affirm for 5 days they cannot help me. Affirm need to remove the money from the card& reimburse me for 2 payments on affirm account. ********************** stated ******* has to take care of the problem.******* ssid affirm. I spoke with a rep from *******. No success. I am reaching out to ********** due to affirm location.

  Business Response

  Date: 03/01/2024

  Thank you for the opportunity in responding to ****************** BBB complaint. Affirm has reviewed her complaint which states her request of a refund towards a loan from a merchant.
  
  On November 20, 2023, ************** submitted an application for Affirm Card loan  NM79-CJC6 with the merchant, ******* for $174.00. She agreed to loan terms of *****% Annual Percentage Rate (APR) and six monthly payments of $32.12. To date, she has completed three payments.
  
  On November 22, 2024, Affirm sent her a notification advising that $174.79 was sent back to her linked payment instrument (***** Fargo ending in 7967).
  
  On February 6 and 13, 2024, ************** contacted Affirm requesting a refund and indicated she did not use her Affirm Card for the purchase. She was advised to contact the merchant directly with regards to any refunds she may be owed.
  
  With regards to her request, we ask for ************** to review her bank statements during the time of the attempted purchase. If she has evidence showing that the refund was not processed on or around November 22, 2023, we ask for her to forward this information via email to *************************************** and to reference case number ********. Once received, Affirm will be able to determine if she is owed any additional refunds.Until then, she remains responsible for loan NM79-CJC6.
  
  We apologize for any frustration this situation may have caused for **************. In the event that she has any additional questions, we ask for her to contact Affirm directly via **********************************************************.
  
  

• Initial Complaint

  Date:01/29/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June 2023 I purchased through Affirm a pair of shoes from Hyperarchmotion.com for ******. However, I made an error because I did not think the first purchase went through. Therefore I ended up with two loans from Affirm, which I did not realize until the shoes arrived. I immediately contact Affirm via email about the situation. They told me to contact Hyperarchmotion.com, which I did and was given approval to return one pair of the shoes which I did. They then gave Affirm a refund for one pair of shoes. I paid off the loan for the other pair of shoes. However, just recently I realized Affirm had done a charge-off for the loan they received a refund. They are essentially telling me I still owe for that loan. This is extremely disconcerting and affects one's credit. I have gone over and over and over with this company about the refund, shoes and now they have done a charge-off saying I didn't pay. They received a REFUND! My thought is this is very shady business and accounting practices. I want the charge-off removed and them to say they did receive a refund and I do not owe them for that loan. I am so disgusted and from reading other complaints, I am not alone.

  Business Response

  Date: 02/14/2024

  Thank you for the opportunity in responding to **************' BBB complaint. Affirm has reviewed her complaint which states her request of a refund towards her loan by a merchant.
  
  Affirm's records indicate that on June 20, 2023, ************** obtained two Affirm Virtual Card loans used for purchases with the merchant, Hyper Arch Motion.
  
  Loan O7YS-NJAB processed for $132.00 with loan terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $13.03.
  
  Loan ZKQW-KAJ5 processed for $135.00 with loan terms of *****% APR and 12 monthly payments of $13.33.
  
  On June 30, 2023, ************** contacted Affirm indicating she was owed a refund on one of the loans. On July 1, 2023, Affirm sent her an email requesting for more information supporting her claim.
  
  On July 3, 2023, ************** forwarded an email showing that the purchase associated with loan ZKQW-KAJ5 was refunded. On July 8, 2023, loan ZKQW-KAJ5 was fully refunded. On August 8, 2023, Affirm sent ************** a follow up email confirming that the loan was fully refunded and that she was not responsible for repayment.
  
  Regrettably, Affirm did not receive any payments towards loan O7YS-NJAB and it was charged off on January 20, 2024 due to having a past due balance for more than 120 days. ************** did not complete any payments towards the loan as she indicated in her BBB complaint.
  
  Affirm's obligation as an intermediary for disputes is to conduct an investigation to determine if the merchant is working within their policies and procedures to address issues. However, Affirm's decisions are ultimately subject to the merchant's policies. Affirm is only able to apply any applicable refunds towards a loan once confirmed by a merchant. We ask for ************** to contact the merchant directly if she was expecting a refund towards loan O7YS-NJAB.
  
  We apologize for any frustration this situation may have caused for **************. In the event that she has any additional questions, we ask for her to contact Affirm directly via email.

  Customer Answer

  Date: 02/15/2024

   
  Complaint: 21216809
  
  I am rejecting this response because:  I did not receive the refund which I keep telling Affirm.  Affirm received the refund, which paid off that loan.  I paid in full the other loan. I did not receive any funds back from the merchant, Affirm did.  They received the refund of the loan but still insist I owe it.  How, they would be getting paid twice and that is not right.  Affirm refuses to accept that they got paid for that loan via a refund from the merchant.  I sent them all my correspondence with the merchant and they absolutely refuse to accept I don't owe that loan.  I want that charge-off removed and will not be satisfied until it happens.  I contacted and contacted and sent information to them and they will do nothing.  They are a very dirty company.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/22/2024

  Thank you for the opportunity in responding to **************' BBB rebuttal complaint. Affirm has reviewed her complaint which states her request of a refund towards loan O7YS-NJAB.
  
  As previously stated, Affirm did not receive any payments towards loan O7YS-NJAB and it was charged off  due to having a past due balance for more than 120 days. ************** did not complete any payments towards the loan as she indicated in her BBB complaint. ************** also obtained loan ZKQW-KAJ5 for a similar purchase, but this loan was fully refunded by the merchant.
  
  Affirm is only able to apply any applicable refunds towards a loan once confirmed by a merchant. We ask for ************** to contact the merchant directly if she was expecting a refund towards loan O7YS-NJAB.
  
  In the event that ************** has any additional questions, we ask for her to contact Affirm directly via email.

  Customer Answer

  Date: 02/23/2024

   
  Complaint: 21216809
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/25/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *********** had made a bad business error and purchase a bad company-PayBright. My case # ********-I had made a purchase with Apple and PayBright offered me an interest-free loan. I had asked my son-************************* to pick it up for me while I was spending my winter in *******. PayBright used my sons name ****** as the owner of the Apple computer and withdrawn monthly payment from my bank account and credit card. Both my bank and credit card refused to pay PayBright because is not in my name. I had been trying to contact PayBight for over 2 weeks!! No only there will not changed my sons name but insist that I should work with my son-****** to pay off the interest free loan. PayBright threaten me and my son with ruining our credit ratings if we dont pay off the interest free loan ASAP. Affirm and PayBright are totally scam and unethical in treating customers. Will file complaints to Better Business Bureau and all social media. ******************* Please help!! ***

  Business Response

  Date: 02/14/2024

  Thank you for the opportunity to respond to Mr. ******* BBB complaint which states that PayBright has opened a loan under his sons name and is now concerned with his credit rating due to the error. 
  
  
  According to PayBright records, **************** contacted us on January 8, ****, requesting a change to his phone number to reflect his stay in ******* for the winter. However, our agent informed him that we are only able to update phone numbers to ******** ones.
  
  
  **************** expressed his frustration as he wants to update his payment method.
  
  
  **************** indicated on 1/16/24 that the loan was opened under his sons name and claimed this to be an error made on 
  PayBrights end.
  
  
  It's important to highlight that loans are generated based on the information provided by the customer during the application process.
  
  
  However, on January 18, ****, ******************** son made contact to inform us of an inadvertent error: his father had mistakenly initiated the loan under his own identity. Expressing his commitment to rectify the situation, ******************** son assured us of his intent to settle the loan himself should his father fail to fulfill the payments.
  
  
  Moving forward, we kindly request **************** to collaborate with his son, as we are unable to disclose any account specifics directly to him.
  
  
  We thank *************** for his continued patience and sincerely apologize for any inconvenience caused.
  
  
  Kind Regards,

  Customer Answer

  Date: 02/15/2024

   
  Complaint: 21173851
  
  I am rejecting this response because:PayBright lie on their statement. My bank will honour this payment as soon as PayBright request it in my name-*******************. PayBright is being totally unethical and bad business practice in this case. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 02/22/2024

  Thank you for the opportunity to respond to Mr. ******* BBB rebuttal which states his request to transfer the loan to his name. 
  
  
  After thorough examination of the details provided, we regret to inform **************** that we are unable to proceed with the transfer of the loan to his name. Loan transfers to a third party are not possible under any circumstance.
  
  
  However, we want to assure **************** that our account safety team is actively investigating the matter to ensure that all compliance standards have been met and that no oversight has occurred. We take our responsibility to safeguard our customers account very seriously.
  
  
  We sincerely apologize for any inconvenience this may have caused **************** and we kindly ask that he continue to work with his son for a resolution as we are not able to provide him with any account-specifics. 
  
  
  Kind Regards,
  
  

  Customer Answer

  Date: 02/23/2024

   
  Complaint: 21173851
  
  I am rejecting this response because:PayBright response is the same as before and not resolving the problem. There are NO third person, I am the only person-******************* responsible with this loan. My bank, *********** will have to pay this loan as long as it is in my name-*******************. PayBright have to correct their error in changing it to my name and not in my son ******* name. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:01/24/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been making payments to PayBright since Aug 2022 with no issues, until my bank switched their credit card provider from dejardins(Visa) to ********* (Mastercard) in Oct 2023. I switched my payment method on the PayBright site as soon as I received my new card, around Oct 15. November 17 I got a message saying my payment failed. I went to check on the PayBright site, and my account only showed my old credit card info. I tried to put in my new card info again, which I thought was very odd for me to need to do as my October payment went through with the new card with no issues! When I tried to update the card again, I got a message saying that there has been an ongoing issue with updating credit cards, and that they are working to fix this. Its now mid January, and the issue has not been fixed. Ive called, emailed etc. multiple times each month. Initially, I was told that they were working on the problem, and customer service would attempt to try to add my card info on their end, over the phone but were unsuccessful each time, and was told that they would escalate my case to their technical support team. Each time, I ended up having to call them again and would get told the same thing. After this months missed payment message, I called, and got told to either use a different card, or to send them a void cheque- which I explained was not possible at this time, and asked AGAIN to be contacted by their tech support team That didnt happen. I finally got frustrated and called again only to be given the same run-around, and then an email today telling me that I needed to send a void cheque or they would send my account to collections. It doesnt seem right that the onus would be on me to deal with them having a technical issue that they havent fixed for months now, particularly when their site clearly states that they accept Mastercard and frankly Im at the point where Id rather just pay them through collections as I know theyll accept my payment method!

  Business Response

  Date: 01/31/2024

  Thank you for the opportunity to respond to ******************************* BBB complaint which states that shes struggled with persistent payment update issues with PayBright. 
  
  PayBright records indicates that Apple loan agreement 4598414-124-3009114 processed on Aug 1, 2022 for $1,089.00 with 24 monthly payments of $45.38 each.
  
  ********************** reached out to PayBright on 10/10/23 to update her credit card on file. Our agent promptly responded to her and provided her with a step-by-step on how to do it online. 
  
  ********************** contacted us on 11/18/23 following a payment failure. Although she indicated to have updated her payment method the previous month, our representative recommended direct phone contact to address and resolve the issue. 
  
  ********************** was added to our ongoing technical ticket for further investigation, given the widespread impact on numerous customers. Despite our agents prompt response on 12/21/23, seeking a screenshot of the error, no response was received by Ms. *************** until 1/4/24.
  
  On 1/24/24, a courtesy email was sent, cautioning ********************** about the risk of their loan being charged off. We recommended that ********************** promptly update her payment method by providing a void check in the interim. 
  
  We kindly ask that ********************** responds to the email sent to her on 1/24/24 in order to update her payment method. 
  
  If ********************** has any other questions or concerns, she may call us at **************. Were available between 9:00a.m. - 7:00pm. EST Monday - Friday and 10:00a.m. - 6:00pm. EST on Saturday and Sunday. For general PayBright inquiries, feel free to check out our help center through this link! 
  
  We thank ********************** for being a valued PayBright customer. 
  
  Kind Regards,

  Customer Answer

  Date: 02/01/2024

   
  Complaint: 21196180
  
  I am rejecting this response because:
  I still have every email response (and every reply from myself) and this is simply not how things happened, nor was I ever asked to provide a screenshot of the error. The dates of email correspondence(I am not including phone calls as there were numerous times I have called, and typically when I have received an email from a **************** rep it has been in response to me calling and asking for tech support to help update my card)are as follows:

  Nov 22- received an email from PayBright letting me know that I can update my card on the portal, and to call customer service if it doesnt work. I responded the same day, but got no reply. I tried calling several times to see what was happening, but customer service couldnt sort it out. 
  Dec 21- I finally got a response, telling me that it would be escalated to IT support, and asking me for the first 6 digits of my credit card, and my IP address, and provided a link to find my IP address (which Im sorry, but that is extremely sketchy- you dont need my IP to update my credit card!!) I missed this email however, due to Christmas vacation and recovering from surgery. 
  Jan 4- I received an email telling me that they were closing the request/inquiry as I had not answered the previous email, to which I replied immediately and let them know I had missed that email, and let them know that a member of their IT support team had called me, asked for my card info, said that she was successful in updating my card on their end after I gave the info, yet she must have lied as it hadnt been updated and I had received another missed payment notice. 
  Jan 5- I received another email apology re:not being able to update my card, and was asked to either use a different card or to send a void cheque or pre-authorized debit form, and was given the number for customer service and was told to call if I needed more info. I called the number, and explained that I was not able to use those options at this time, and asked when they expect to have the issue fixed. 
  Jan 17- I received another email in response to another call I made again asking if the technical issue had been resolved. The email I received told me that they would escalate my case to their tech team (again, so clearly when they say this it isnt happening) and asking me AGAIN for the first six digits of my card, and the expiry date. I replied immediately and provided the information in my response, and got no reply. 
  Jan 18- I sent an email with a question mark, hoping that maybe it would get my file looked at again or hopefully get a response. I didnt get a reply. 
  Jan 24- I finally got a response, asking me again for a void cheque and telling me that numerous customers are having this issue, and that I can update my payment info on the portal, and gave me a new phone number to call if the issue persists. It also mentioned that they dont charge late fees, but that further missed payments would result in escalation (ie my account being referred to collections). I tried to call the number, but got a message saying to call back within business hours (no option to leave a message).  
  
  
  
  
  Sincerely,
  
  S *********

  Business Response

  Date: 02/06/2024

  Thank you for the opportunity to respond to ************************ BBB rebuttal, which states that she has tried numerous times to update her payment method and was not able to get a hold of our customer service line.
  
  
  ********************** records indicates that on 1/24/24, a representative reached out to ********************** to advise her that we are currently experiencing a technical issue with payments with credit cards. ********************** was advised to provide a void cheque and use this payment method in the interim. 
  
  
  We will follow up with ********************** once more, and request for a void cheque, in order to update her payment method. 
  
  
  We ask that ********************** keep an eye out on her emails as we will reach out to her momentarily. 
  
  
  We thank ********************** for her continued patience as we work to resolve her case and apologize for any inconvenience this may have caused her.
  
  
  If ********************** has any other questions, she may call us at **************. Were available between 9:00a.m. - 7:00pm. EST Monday - Friday and 10:00a.m. - 6:00pm. EST on Saturday and Sunday. For general PayBright inquiries, feel free to check out our help center through this link! 
  
  
  Kind Regards,

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21196180
  
  I am rejecting this response because:

  thats an interesting interpretation of my response, considering I mention the numerous times that I HAVE contacted customer service and been able to speak to a rep only to be given the runaround. I said that as if the *last* email, I hadnt been able to get through as I had called at what turned out to be outside of business hours at THAT point. 
       I did get a follow up email yesterday evening, that once again simply repeated the same information asking for a void cheque, despite MULTIPLE times of me saying that that is not an option for me at the moment, and as it VERY CLEARLY STATES on the PayBright  website that they accept both **** and Mastercard, my Mastercard payments should not be an issue, nor should they have ever asked for my IP address in order to investigate why my Mastercard payment isnt working.
   I did NOT enter this payment agreement upon the terms of paying directly through my chequing account, I entered it agreeing to pay with my credit card. Period. 
    In the last few days, I have been looking at reviews left by other customers and can see that this is not some recent technical issue that is actively being working on- it appears that there are many customers who have been experiencing this since this past summer, and in some cases for as long as 2 years.  
   I look forward to an explanation as to why it is stated that credit cards are accepted as a payment method on the website, and why this supposed glitch will initially accept your credit card, only to turn around and later demand a void cheque. The amount of times I have been instructed to provide my credit card info (including my cvc) is alarmingly suspicious, and the constant demands for a void cheque make me even more apprehensive and less likely to trust this business with any type of personal sensitive financial information. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/14/2024

  Thank you for the opportunity to respond to ************************ BBB rebuttal which states that she is concerned with updating her payment method due to a technical issue we are experiencing. Allow us to provide some context.
  
  PayBright is now merged with Affirm. It appears that PayBright systems have stopped accepting certain BIN numbers/credit card institutions since the merger, therefor, we have been advising all affected customers to try using our alternative payment options to ensure their accounts stay in good standings. 
  
  At this time, we consider this case closed as we have advised ********************** of the technical issue we are experiencing and offered her alternative ways to make her payments. 
  
  We understand that this may be inconvenient, and for that, we sincerely apologize and thank Ms. *************** for her understanding and continued patience with us.
  
  Kind Regards,

• Initial Complaint

  Date:01/24/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used Paybright to purchase a Dyson vacuum back in November 2022. I then changed my mind and returned the vacuum the same month. Still to this day Paybright is trying to withdraw funds from my account. I have called several times and had a different story from each agent. They now are telling me they refunded me $122 in September 2023. So they have an explanation as to why they are still trying to withdraw funds. Why was my account not closed back when the item was returned? What was the reason then for attempting to withdraw funds from December 2022 to September 2023 before they say they refunded the $122? This company is clearly out to try and rip people off. To this day they are attempting to withdraw funds from my account. Such a mess. Worst experience with a company I have ever had.

  Business Response

  Date: 02/06/2024

  Thank you for the opportunity to respond to ************************* BBB complaint which states that PayBright has continued to process payments despite receiving a refund. 
  
  
  PayBright records indicates that the Dyson agreement 5132147-106-3409873 processed on Nov 20, 2022 for $734.49 with 6 monthly payments of $122.42 each.
  
  
  The loan was refunded on 12/30/22 and a refund of $122.42 was processed to ****************** bank account, despite not making any payments.
  
  
  **************** reached out to PayBright on 7/14/23 to inquire on a payment in the amount of $122.42 that was attempted. *************** expressed her frustration as she received a refund from ***** and did not expect to make that payment.
  
  
  Upon further investigation by our technical team on 8/17/23, it was determined that an erroneous refund has been issued to ****************. Consequently, our system was automatically initiating the process to recover this refund.
  
  
  This case was re-opened on 1/22/24 as *************** was not satisfied with the outcome. 
  
  
  As a result, we have decided to waive the remaining balance as a courtesy and to settle the matter. 
  
  
  *************** was informed on 2/5/24 of the resolution. 
  
  
  We thank *************** for her continued patience and we hope that this message addressed her concerns. 
  
  
  Kind Regards,

  Customer Answer

  Date: 02/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************